You often hear that doctors make the worst patients; same applies to consulting firms. Starting an internal service design offering at Booz Allen Hamilton is the utmost exercise of service design. It is all about getting to know your customer—and help frontline staff and executive leaders see the value of designing complete service interactions— ideating, prototyping, and iterating. Learn about Yisel’s experience navigating the ins and outs of creating a start-up-style, design firm at a large corporation—bruises and all! Also, how language, partnerships, and marketing strategy have helped take service design from being just a buzzword within the firm to being closer to having a seat at the table.
Yisel Maryse Ramos
Service Design and Customer Experience Internal Practice Lead
Booz Allen Hamilton